Thelma Aja

I am a dedicated customer support specialist and virtual assistant with over three years of hands-on experience delivering empathetic, solutions-driven service and representing brands with integrity. I excel at conflict resolution, clear written and verbal communication, and leveraging CRM tools to improve customer outcomes.

I have led small teams and volunteer initiatives, supervising and training staff in empathy, escalation handling, and efficient communication workflows using Slack, Zoom, and other collaboration tools. I spearheaded peer mentoring and customer feedback programs that improved onboarding speed and informed product and service adjustments.

I bring a results-oriented mindset, practical experience with Zendesk and HubSpot, and a passion for building customer loyalty and optimizing engagement strategies. I am committed to driving retention, supporting cross-functional teams, and fostering a culture of accountability and excellent brand representation.